Feedback Try to make your subject line in the first email more concise. Use pronouns to avoid repeating the word 'key' You confuse 'that' and 'as'. In the third problem, you need to write "before changing the" The content of the first email is a little formal. After 'suggestions' use the preposition 'about'. there is no 's' with 'following'. 'be concerned about' residents would be informed (not the key informed) For advise, you need to say 'advise that we do (something)' reply to someone Your subject line in the letter could be more concise /specific 'problem' is negative You say 'the above two problems' - but in the letter it is not clear what they are. Have a clear time frame for improvements - 'training courses will be provided in the next 3 months'
From: Jan Wong (Estate Officer)
To: Becky Chan (Accounts Department)
Date: 21 March 2011
Subject: Advice for new garbage collection system complaint
Hi Becky,
I've just got a complaint from Ms. Ma about our new garbage collection system and she talked about four problems. First, she complained that she couldn't get a spare key from the office when she lost the key during the Chinese New Year Eve. Second, she was worried about the safety problem of losing keys that thieves may get into the flats through the back stairs. Third, she was unhappy that there was no consultation before the changing garbage collection system. Finally, she was sad about the attitude of staff in our office.
Please give me some advice for handling this complaint in a polite and professional way. Thanks!
Cheers,
Tina and Charming
From: Jan Wong (Estate Officer)
To: Richard Chan (Estate Manager)
Date: 21 March 2011
Subject: Suggestions on new garbage collection system complaint
Dear Mr. Chan,
Regarding the complaint letter received from Ms. Ma about the new garbage collection system, the followings are the four problems Ms. ma concerned and respective suggested solutions:
1. Losing Key -- Spare Key and Safety Problem
Ms. Ma lost her key to access the refuse room and she could not get a spare key from the office during the Chinese New Year Eve. Also, she was worried about the the safety problem as thieves may get into the flats through the back stairs. To solve these problems, I suggest that we can use password system instead of accessing the new locked refuse room by key. In addition, the password will be changed periodically and it would be informed to the residents by letter. Therefore, the new system can avoid the above two problems.
2. No Consultation before changes
There was no consultation before the change of garbage collection system. As the management intended to take immediate actions to solve the hygiene and safety problems caused by the old system, consulting the residents' committee would spend a longer time to execute the action. Since it is stated in the estate management regulations that the change must first be consulted, we will discuss with the residents' committee about the new password system and any forthcoming changes.
3. Attitude of Staff
The reason for the rudeness and unhelpfulness of staff in the Management Office is that they are temporary staff without training. To prevent this from happening again, I recommend that training should also be provided to temporary staff afterwards.
To show our goodwill, I advise we send a apology letter to Ms. Ma and post a notice in the lobby for the improvement we made.
Please approve the above suggested solutions for replying Ms. Ma and improvement on the company's image and performance.
Best Regards,
Tina and Charming
Collier Estate Management Ltd
22 First Street
Ma On Shan
21 March 2011
4/F Richland Court
Ma On Shan
Dear Ms. Ma,
Reply for the letter received on 21 March
Regarding the complaint letter received on 21 March about the new garbage collection system, we apologize for your experience about the new garbage collection system. The followings is the investigation results on the four problems and actions we will take to improve the current situation.
For your first concern about the losing key problem, we would use a password system instead of accessing the new locked refuse room by key. In addition, the password will be changed periodically and you will be informed by letter. Therefore, the new password system can avoid the above two problems.
Secondly, we did not have consultation before the change of garbage collection system. This was because the management intended to take immediate actions to solve the hygiene and safety problems caused by the old system, consulting the residents' committee would spend a longer time to execute the action. To show our concern, we will discuss with the residents' committee about the new password system and any forthcoming changes.
Finally, concerning the attitude of staff in the Management Office, the reason is that they are temporary staff without training. To prevent this from happening again, training will also be provided to temporary staff afterwards.
With regard to your complaint and to show our goodwill, we will post a notice in the lobby for the improvement we made. We hope that you can continue to support our company. Thank you.
Try to make your subject line in the first email more concise.
Use pronouns to avoid repeating the word 'key'
You confuse 'that' and 'as'.
In the third problem, you need to write "before changing the"
The content of the first email is a little formal.
After 'suggestions' use the preposition 'about'.
there is no 's' with 'following'.
'be concerned about'
residents would be informed (not the key informed)
For advise, you need to say 'advise that we do (something)'
reply to someone
Your subject line in the letter could be more concise /specific
'problem' is negative
You say 'the above two problems' - but in the letter it is not clear what they are.
Have a clear time frame for improvements - 'training courses will be provided in the next 3 months'
From: Jan Wong (Estate Officer)
To: Becky Chan (Accounts Department)
Date: 21 March 2011
Subject: Advice for new garbage collection system complaint
Hi Becky,
I've just got a complaint from Ms. Ma about our new garbage collection system and she talked about four problems. First, she complained that she couldn't get a spare key from the office when she lost the key during the Chinese New Year Eve. Second, she was worried about the safety problem of losing keys that thieves may get into the flats through the back stairs. Third, she was unhappy that there was no consultation before the changing garbage collection system. Finally, she was sad about the attitude of staff in our office.
Please give me some advice for handling this complaint in a polite and professional way. Thanks!
Cheers,
Tina and Charming
From: Jan Wong (Estate Officer)
To: Richard Chan (Estate Manager)
Date: 21 March 2011
Subject: Suggestions on new garbage collection system complaint
Dear Mr. Chan,
Regarding the complaint letter received from Ms. Ma about the new garbage collection system, the followings are the four problems Ms. ma concerned and respective suggested solutions:
1. Losing Key -- Spare Key and Safety Problem
Ms. Ma lost her key to access the refuse room and she could not get a spare key from the office during the Chinese New Year Eve. Also, she was worried about the the safety problem as thieves may get into the flats through the back stairs. To solve these problems, I suggest that we can use password system instead of accessing the new locked refuse room by key. In addition, the password will be changed periodically and it would be informed to the residents by letter. Therefore, the new system can avoid the above two problems.
2. No Consultation before changes
There was no consultation before the change of garbage collection system. As the management intended to take immediate actions to solve the hygiene and safety problems caused by the old system, consulting the residents' committee would spend a longer time to execute the action. Since it is stated in the estate management regulations that the change must first be consulted, we will discuss with the residents' committee about the new password system and any forthcoming changes.
3. Attitude of Staff
The reason for the rudeness and unhelpfulness of staff in the Management Office is that they are temporary staff without training. To prevent this from happening again, I recommend that training should also be provided to temporary staff afterwards.
To show our goodwill, I advise we send a apology letter to Ms. Ma and post a notice in the lobby for the improvement we made.
Please approve the above suggested solutions for replying Ms. Ma and improvement on the company's image and performance.
Best Regards,
Tina and Charming
Collier Estate Management Ltd
22 First Street
Ma On Shan
21 March 2011
4/F Richland Court
Ma On Shan
Dear Ms. Ma,
Reply for the letter received on 21 March
Regarding the complaint letter received on 21 March about the new garbage collection system, we apologize for your experience about the new garbage collection system. The followings is the investigation results on the four problems and actions we will take to improve the current situation.
For your first concern about the losing key problem, we would use a password system instead of accessing the new locked refuse room by key. In addition, the password will be changed periodically and you will be informed by letter. Therefore, the new password system can avoid the above two problems.
Secondly, we did not have consultation before the change of garbage collection system. This was because the management intended to take immediate actions to solve the hygiene and safety problems caused by the old system, consulting the residents' committee would spend a longer time to execute the action. To show our concern, we will discuss with the residents' committee about the new password system and any forthcoming changes.
Finally, concerning the attitude of staff in the Management Office, the reason is that they are temporary staff without training. To prevent this from happening again, training will also be provided to temporary staff afterwards.
With regard to your complaint and to show our goodwill, we will post a notice in the lobby for the improvement we made. We hope that you can continue to support our company. Thank you.
Yours sincerely,
Tina and Charming